Otterhayes

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Right support: Model of care and setting maximises people's choice, control and Independence;

People were kept safe from avoidable harm because staff knew them well and understood how to protect them from abuse. The service worked well with other agencies to do so. One person commented, "The staff are lovely. I feel safe with them." Other people were not able to comment on their safety. However, their body language while interacting with staff was relaxed and positive, which indicated they felt safe.

A relative commented, "[Relative] is receiving more and improved support. She is enjoying a more fruitful life with more exposure to the outside world. This has its risks, particularly with somebody like [relative] who is very trusting, but I feel much more confident that these risks are being well managed to [relative's] benefit."

People lived safely and free from unwarranted restrictions because the service assessed, monitored and managed safety well. There were comprehensive risk assessments in place covering all aspects of the service and support provided.

Medicines were managed as necessary. Infection control measures were in place.

Care files were personalised to reflect people's personal preferences. Their views and suggestions were taken into account to improve the service. People were supported to maintain a balanced diet. Health and social care professionals were regularly involved in people's care to ensure they received the care and treatment which was right for them.

There were effective staff recruitment and selection processes in place.

Right care: Care is person-centred and promotes people's dignity, privacy and human rights;

Staff relationships with people were caring and supportive. Staff provided care that was kind and compassionate. Comments included," I like living here, I am happy with the staff." And "I love living here as the staff are very helpful and caring, they make me feel special. They help me with my house jobs and help me if I ever have any problems." A relative commented, "[Relative] appears very happy and seems happy with the staff that look after her."

Right culture: Ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives;

People's equality, diversity and human rights were respected. The service's vision and values centred around the people they supported. The organisation's statement of purpose documented a philosophy of maximising people's life choices, encouraging independence and people having a sense of worth and value. Our inspection found that the organisation's philosophy was embedded in Otterhayes. For example, people were constantly encouraged to lead rich and meaningful lives.

People were supported by staff who had received relevant and good quality training in evidence-based practice. This included training in the wide range of strengths and impairments people with a learning disability and or autistic people may have, mental health needs, communication tools and positive behaviour support.

The management team worked hard to instil a culture of care in which staff truly valued and promoted people's individuality, protected their rights and enabled them to develop and flourish.

Staff felt respected, supported and valued by senior staff which supported a positive and improvement- driven culture. A staff member commented, "Otterhayes has come on leaps and bounds. [Operations manager] has been amazing. The day the gates were opened, everything has changed for the better. I feel well supported. Lots more community involvement. The jubilee party was great, local people came, spoke to the guys, they had never known what Otterhayes was. People have progressed, for example, reduction in medication and discharge from Intensive Assessment and Treatment team. There is a calmer environment. I love coming to work."

A number of methods were used to assess the quality and safety of the service people received. The service made continuous improvements in response to their findings.